Complaint Handler

**Complaint Handler - Financial Services**

Lloyd Recruitment Services are delighted to be recruiting on behalf of a leading UK financial services organisation that seek a Complaint Handler to ensure that the Team’s onboarding and in life maintenance of Retail and Corporate customers is in accordancewith departmental procedures, within agreed Service Level standards and ensuing good customer outcomes.

The job holder will be responsible for overseeing and performing Quality Assurance as well as being the key contact for Complaint escalations, investigations, and final resolutions. Responsibilities will also include supporting incoming account requests,Static Data Changes, and a range of specialist activities for corporate customers, ISA’s, Bereavements, and Funding.

This is a fantastic opportunity to work, and gain experience within a renowned banking group. They offer a highly professional, supportive, and friendly working environment. Alongside the competitive salary, the client is offering a comprehensive range ofbenefits including 25 days holiday (pro-rata), pension, life insurance, Private Medical Insurance (Bupa), plus much more

**Key Responsibilities**
- Complete root cause analysis and recommend improvement actions for complaints and Quality Assurance reviews.
- Create and maintain customer records in Temenos (T24) system
- Complete due diligence on new and existing customers in accordance with the department’s onboarding procedure
- Complete independent quality assurance reviews and provide specific feedback to the Savings Operations Team Leaders and Executives, identifying themes and developing quality improvement plans in line with key findings
- Handling customer complaints and ensuring resolution in a timely manner, in line with the business and regulatory guidelines and SLAs
- Acting as the face of the organisation, communicating with customers over the phone and in writing, investigating complaints; making fair and reasonable decisions about whether to uphold the complaint; and then communicating those decisions to customers
- Acting as a complaint escalation point for colleagues across the Operations and Customer Services teams, promoting best practice and fair customer outcomes
- Subject matter expert on specialist products and processes (corporate, ISA’s, bereavements, and funding) providing information, guidance, advice, and interpretation of policy to internal and external customers/stakeholders
- Provide coaching and training to the Savings Operations teams
- Support projects, defining, developing, and implementing procedures relating to specialist/operational policies and products
- Ensure ongoing alignment of Quality Checking and Quality Assurance to mitigate key risks across Savings Operations
- Escalating key QA and Complaint findings to the Customer Forum where relevant
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required

**Skills & Experience**
- Proven experience in a regulated financial services, banking or insurance environment is essential, with proven experience of handling complaints from cradle to grave, including FOS liaison
- Experience in Quality Assurance activities
- Experience in Complaints Management
- Good understanding of FCA regulation regarding customer services.
- Knowledge of Anti-Money Laundering policies, procedures, and standards.
- Knowledge of the Financial Ombudsman Service
- Good organisation, time management and attention to detail
- Able to adapt and prioritise a varied workload in a busy environment
- Proactive attitude with experience of identifying areas for process improvement
- Intermediate Microsoft Excel and Word skills